What are the responsibilities and job description for the Help Desk Technician position at Institution for Savings?
Help Desk Technician
The Institution for Savings is seeking a Help Desk Technician to provide general in-house technical support, assisting with installation, maintenance and troubleshooting of personal computer hardware and software. Involves general network and system administration to ensure smooth and efficient operations.
Responsibilities:
- Answers, evaluates, and prioritizes incoming Help Desk request for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
- Interviews user to collect information about problems and leads user through diagnostic procedures to determine source of error.
- Determines whether problem is caused by Software or hardware for example MS Word, MS Outlook, Jack Henry’s Xperience or other Bank supported software, printers, cables or telephone.
- Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring to more complex problems to supervisor or tier II technical staff.
- Logs and tracks requests using Help Desk tracking system and maintain history records and related problem documentation.
- Prepare standard statistical reports, such as Help Desk incident reports.
- Analyzes and evaluates incident reports and makes recommendations to reduce Help Desk incident rate.
- Tests software and hardware to evaluate ease of use and whether products will aid users in performing work.
- Writes or revises user training materials as needed.
- Trains users on software and hardware as needed.
- Installs personal computers, software and peripheral equipment.
- Participates in a Saturday on-call rotation.
- Writes or revises infrastructure run books/application materials as needed.
Job Qualifications:
- High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
- Advanced knowledge of the Microsoft Office Suite.
- Excellent written, verbal and interpersonal communication skills.
- Strong organizational skills to perform and prioritize a high volume of tasks simultaneously.
- Ability to speak effectively before groups of customers or employees of organization.
- Knowledge of Jack Henry Database software.
- Knowledge of MCP, Microsoft 365 Certified Administrator, CompTIA IT Fundamentals (ITF ) and/or CompTIA A
- Embrace a team-oriented culture and work collaboratively across the Bank to support the Bank’s strategic growth plans.
Hourly Range: $26.50-$35.00
The salary range listed is just one component of the Bank’s total compensation package. Other rewards include fully paid medical, dental and vision insurance, as well as dollar-for-dollar 401(k) match up to 10%; life insurance; disability plan; pension plan after 2 years of service; generous vacation and paid-time off; and quarterly incentive.
The Institution for Savings is an Equal Opportunity Employer.
Member FDIC. Member DIF.
Salary : $27 - $35